What are the responsibilities and job description for the Member Solutions Officer 1 position at Virginia Credit Union?
Job Description:
JOB SUMMARY: The Member Solutions Officer is responsible for mitigating loss to the Credit Union by communicating with members on delinquent accounts and negotiating appropriate arrangements to cure the delinquency and return the member’s account to good standing. These responsibilities include assisting members with payment plan options. The Member Solutions Officer must be able to handle collections with professionalism that promotes a positive image of Member One Federal Credit Union in sensitive situations.
JOB ACCOUNTABILITIES/ESSENTIAL FUNCTIONS:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Collects on delinquent consumer accounts, which will involve phone contact, and sending out written correspondence.
- Responsible for accurate and timely documentation of all aspects of the collections process and maintaining detailed notes of activity and member responses.
- Assists in any and all work pertaining to the identification and resolution of delinquent accounts.
- Makes decisions, using collections techniques and financial analysis, that mitigate risk of loss while preserving member retention, when appropriate.
- Performs file maintenance on accounts, changes addresses, updates telephone numbers and transfers funds at members’ request or when needed for payment.
- Responsible for the collection or adjustment of delinquent member loans and credit cards and collection of overdraft balances
- Answers calls in select inbound queues and emails that pertain to member accounts and specific inquiries.
- Utilizes communication and conflict resolution skills to resolve disputes and craft solutions in a calm and professional manner.
- Initiates action to resolve member disputes and other issues that lead to non-payment; remove obstacles to ensure collection.
- Assists in skip tracing for all types of delinquent accounts.
- Must be able to work effectively with internal and external members, attorneys, repossession firms and other organizations to collect past due accounts.
- Ensures that all collection activity is documented and performed in a professional and legal manner.
- Ensures that the confidentiality of all information and transactions regarding the credit union, its members, and its employees are held to the highest level of business ethics.
- Promotes additional credit union products and services that will enhance member value in the credit union.
- Performs all other related duties as required by management.
- Comply with all federal regulations, credit union policies and procedures, including Bank Secrecy and the USA Patriot Act.
- Comply with all fair lending laws and the prohibitions enumerated in the credit union’s lending policy.
- Actively supports the mission, vision, and core values of the Credit Union to deliver excellent service
REQUIRED EDUCATION/EXPERIENCE:
Education Requirement:
High school diploma or equivalent required.
High school diploma or equivalent required.
Experience Requirements:
One year customer service or financial institution experience required.
Previous collection experience preferred.
Excellent oral and written communication skills; ability to tactfully, effectively and professionally interact with co-workers, members, and other professionals required.
Basic current working knowledge of computers and software programs required.
Ability to analyze trends and make recommendations to reduce risk/increase business; ability to pull facts together and clearly articulate sequence of actions on accounts is required.
Current knowledge of collection, Bankruptcy and garnishment regulations preferred.
Previous collection experience preferred.
Excellent oral and written communication skills; ability to tactfully, effectively and professionally interact with co-workers, members, and other professionals required.
Basic current working knowledge of computers and software programs required.
Ability to analyze trends and make recommendations to reduce risk/increase business; ability to pull facts together and clearly articulate sequence of actions on accounts is required.
Current knowledge of collection, Bankruptcy and garnishment regulations preferred.
PHYSICAL DEMANDS:
This position may require stooping, bending, squatting and reaching for limited periods of time. From time to time, may be asked to handle, move and/or carry large boxes of supplies/files weighing up to 10 pounds.
This position may require stooping, bending, squatting and reaching for limited periods of time. From time to time, may be asked to handle, move and/or carry large boxes of supplies/files weighing up to 10 pounds.
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
AAP/EEO STATEMENT:
Member One Federal Credit Union is an equal opportunity/affirmative action employer and considers all qualified candidates without regard to an applicant’s race, color, religion, sex, national origin, age, disability, marital status, veteran status, genetic information, or based on any other class protected by law M/F/Disability/Covered Veteran.
Member One Federal Credit Union is an equal opportunity/affirmative action employer and considers all qualified candidates without regard to an applicant’s race, color, religion, sex, national origin, age, disability, marital status, veteran status, genetic information, or based on any other class protected by law M/F/Disability/Covered Veteran.
